Center Head

KEY TECHNICAL RESPONSIBILITIES

·        Responsible for monitoring the Administrative , Operational and Technical aspects & smooth functioning of the centre as a whole with emphasis on the Slimming and Beauty Sections in the Centres in order to ensure the optimum capacity utilization and quality service delivery to provide client delight:

o   Documentation: Regular checking and corrective measures for filling of the Client Programme Records and other requisite documents & informing the Corporate Office. Ensure correct and timely software entries, checking them for necessary corrections.

o   Monitoring Client Progress: Regular monitoring of progress of all clients. Organize periodic meetings with respective departments to resolve general and specific concerns. To interact with all clients (especially those losing slowly/not getting expected results ) personally and coordinate with   R & D for further technical inputs, as and when required.

o   Zero Sessions: Stringent Monitoring to ensure zero sessions are conducted as per SOP and within the stipulated timelines.

·        Maintain liaison between the Centre and the Corporate Office.

o   Knowledge transfer and technical inputs from R&D or Corporate Office to the respective Centre staff.

o   To regularly update oneself on all Obesity / Beauty related research in one’s region and share the relevant information pertaining to the same with R & D Dept.

o   Communication, implementation and compliance of all Corporate policies in the Centre.

o   Coordinate with Zonal head and Corporate Office in case of delays in the availability of stock - linen, documents, appliances and their accessories, and to ensure all equipment is in working condition at all times.

o   To take Corporate guidance for booking of complicated Medical Cases.

o   To take corrective measures, with advice from Corporate Office if required, in case of wrong bookings and medical contraindications.

·        Executions & Compliance to SOP: To ensure that Centers achieve qualitative and quantitative executions as specified by the Corporate & according to the service delivery parameters given by R&D. To co-ordinate with R&D for any guidance regarding the same. Periodic technical audits and technical reviews of staff to check for compliance with SOP. Take corrective actions at Centre level and inform Corporate Office in case of deviations and refresher training required by the staff.

·        Trainings : To identify the Training needs of the staff and inform the R & D of the following :

-          Training Needs -Fresher / Refresher / Advanced / Skill Gap Analysis / Other parameters requiring improvement on individual basis

-          To ensure stringent compliance of the Training Nomination SOP w.r.t Training Nomination

         Letter / Mandatory signing of Training Agreements by complete staff / Action on Non compliance

 -     To ensure that the post Training Implementation feedback form is filled up for respective profiles as and when required and  sent back to R & D

 -     To ensure that the identified Centre staff ( Profilewise ) takes keen interest in the improvement of average      

       performers and feedback of the same sent to the R & D

·        Review the appointment planner: For optimum utilisation of infrastructure, staff and appliances.

-      To review and ensure that the Daily Monitoring Format is correctly and completely filled up and sent to the Corporate within the stipulated time line.

·        Follow-up of irregular clients: Regular monitoring of client follow-up data wherever required and self follow-up for special clients including VIPs and Doctors.

·        Unsuccessful but regular clients: Implementation of the specific technical inputs, including counseling of such clients and co-ordinate  with Corporate Office for further technical inputs as and when required. To try and keep the percentage of USR clients within the minimum limit as specified by the Corporate.

·        Validity Expiry: Monitoring of validities for calculations and informing the Corporate Office for any deviation and personal counseling of those clients who were regular but still could not complete the package. To try and expedite that the programme of maximum clients are completed within validity.

·        Transfer/Conversion of Clients’ Progamme: Ensure that transfers/ conversions of the clients’ programme, if any, happen with the consent & coordination of client and the respective CH/AH. In case of inter centre transfers, to ensure transfer of client papers and credit note is done within 48 hours / before client approaches the concerned centre.

·        Client complaints: Resolve escalated client issues and proactively initiate and reduce possible causes of complaints by customers. To ensure any client complaints is resolved within the next 7 days in case corporate intervention is required, else to resolve within the next 48 hours at the centre level itself. To ensure complete and fair compliance of the Customer Complaint SOP

·        Staff:

Recruitment and Induction: To ensure that the recruitments are done as per the specified SOP and to conduct the Induction of the new recruits as per designation wise Induction Schedules and to conduct induction sessions as specified for different profiles (Dietician / Slimming Head / Physiotherapist / Doctor / Beauty Head / Beauty Incharge / Hair Stylist / Pedicurist / Dermatologist)

o    Induction: To assist in the recruitment of new Centre staff , conduct preliminary technical interviews of candidates in case of vacancy and forward for approval to Corporate Office.

o    Orientation of Staff: To impart on-the-job training at Centre level, to new staff and send their periodic assessment to Corporate Office as specified in the SOP.

o    Vacancies / TNA : Update the Corporate Office/Zonal Head periodically on the status for vacancies and training needs of the staff.

Sales: Work with Sales team members & Slimming / Beauty In-charges to ensure meeting of in-house sales targets that may be set from time to time. To give realistic sales targets to individual staff members and monitor the same on a daily basis aiming towards the achievement of centre’s sales target.

·           Events: To coordinate with the Corporate in giving technical support to the Centre for organizing the Events and sending feedback of the same to the Corporate. Two main events to be planned out and conducted every quarter, in co-ordination with the Corporate.

·           Software entries: To ensure timely entries of data in the software and monitor the same. To send required data to IT department within the time line specified by the Corporate. On the basis of feedback given by the Corporate, actions to be immediately implemented and revertal on same given to the Corporate.

·           Staff Attrition: To ensure that the staff attrition does not overshoot a maximum limit as specified by the Corporate. To ensure that all relevant contracts are in place for all staff members.

·           To ensure optimum staff strength at the Centre at all times keeping in mind the influx and lean hours